We facebooked customer service(They advertise this as one way to get a hold of them). The next day, they responded that we need to e-mail or call. We e-mailed customer service the other day. They asked for this video, and they haven't responded again since. I don't think it's too much to ask that a $500 piece of exercise equipment that's brand new could actually be usable.
There are various air rower or water rower techniques, but the most basic one is by starting at the back stroke, the knees should almost be completely straight prior to squeezing the shoulder blades together. Then you pull its handle to the sternum. The back of your body should naturally stay in its arched position when doing the whole movement. Do not forget to take a record of the distance you have made after every session. Some people even take it as far as uploading their results online and see how they are ranked from other people who are also doing the same. You clean learn more about rowing machine technique on this page.

The rowing machine itself is unlike any other on the market with its patented water filled flywheel. It is hard to exactly copy the action of a scull on the water, but the mechanics of the flywheel spinning in water comes in a close second on dry land. The fact that the water is 800 times denser than air means that there is no need for any extra resistance or dampening that you will find in normal air rowers. The faster you pull, the more resistance is generated giving it infinite variability. However, if you want to be able to practice rowing with a faster stroke, you will have to reduce the amount of water in the tank unlike an air rower where you just have to adjust the baffle.
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